The Autoresponder, as you might have guessed from the name, is a way to automatically respond to new customer messages in a Slack channel, email, or in-app chat request.

It will automatically create a thread off of the initial customer message. The autoresponder message can be static or generated by AI, and you can change the messaging depending on day or time that they reach out.

Setting up the Autoresponder

For Slack

Head to your “Settings” > “Slack” settings where you’ll find an autoresponder settings box.

For Email

Head to “Settings” > “Email”, and manage the configuration for a given email inbox. You’ll see the option to enable the autoresponder from there.

Overrides Per Customer

You can also override the global autoresponder setting per customer or per channel. To do this from the web app, go to the customer’s Settings page, and enable the “Override Autoresponder” option.

Customizing Name and Image

You can also customize the name and photo of your auto-responder bot. To do this, head to “Settings” > “General”, and scroll to the “Support Team & Scheduling”.

Now that you know how to set things up, let’s walk through some example use-cases.


Outside of Working Hours Message

In this case, the auto-responder replies when someone reaches out outside of their typical working hours with a message indicating when they’ll be back online.

AI-Generated Response with Helpdesk Docs

This case, the auto-responder replies with a static message followed by an AI-generated response, with helpdesk docs relevant to the question linked below